Customer success manager h1.location_city

Position Summary:

The Customer Success Program Manager will work with the internal team to assist customers in articulating desired business outcomes to drive effective achievement of targeted outcomes through adoption, expansion, and retention of HBS CISCO offerings. Customer Success Program Manager leverages their ability to build, grow, and deepen customer relationships to develop, work with teams to integrate solutions, identify adoption barriers and actions to remove them, execute adoption frameworks and interpret customer usage data while leading customers to renewals and cultivating new sales opportunities. The individual in this role will be responsible for expanding business opportunities and improving product adoption while reducing churn and increasing ARR through new sales opportunities. In addition, this individual will also document and drive successful customer outcomes, ultimately turning customers into advocates for the company.

Roles and Responsibilities/ Essential Functions:

Accelerates time to business value

• Clearly articulate success, milestones, and value across products and map these to customer’s business/technology objectives
• Accelerate time to value and drive adoption of deployed products
• Coordinate efforts across internal teams to support customer outcomes (Engineering, Project Management, Customer Success and Managed Services)
• Ensure that products are delivering promised value to customers

Deliver consistency in customer service motions across internal teams

Coordinate, orchestrate, and set cadence for internal teams to improve customer outcomes

Grow relevance of Company offers and solutions

• Increase value from existing products by understanding customer goals and defining additional use cases; expand existing solutions across customer’s business

Elevate the company’s role in the account

• Shape customer thinking on the technological roadmap for the future
• Bring company expertise and best practices as strategic thought partner

Build a customer journey by executing a Success Plan that drives outcomes, and positioning of solutions throughout all stages of the Lifecycle (aka Racetrack) inclusive of all company offers, leading to appropriate expand opportunities and renewal cycles

Maximize ARR for the company (Minimize churn)

Establish a baseline for the Customer

• What product/solutions has the customer purchased and how are they doing?
• Establish baselines of customer current state (products, useage, health scores)
• Establish Account map of solutions mapped to internal stakeholders
• Understand customer history, operational structure and culture

Establish Business Alignment

• Deeply understands the customer business goals, environment, pain points and operational maturity
• Verify business outcomes with the customer profile, culture, vision and strategy
• Establish a common understanding with the customer for the proof of value, business metrics, and adoption of solutions (Examples - reduce time to market, reduce cost, reducing risk, grow top line, acquire new customers, etc.)
• Identify and agree prioritize use cases to secure quick wins and accelerate initial onboarding, implementation, optimization and/or adoption
• Determine critical success factors to connect to business outcomes, for example:
• Operational efficiencies
• Productivity improvement
• Risk mitigation
• Business differentiation

Execute on Adoption Strategy

• Project Plan (timelines, tasks, dependencies, metrics, etc.)
• RACI Chart (Executive sponsors, key stakeholders, etc.)

Execute on Success Plan

• Change Management
• Organizational Structures
• Governance models (customer interactions based on stakeholder and accountable parties, organization structure knowledge, conflict management processes, etc.)
• Training
• Communication Plan

Monitor Impact and Consumption Measures

• Establish baselines of customer current state and targeted end state (products, usage, health scores)
• Associate customer business outcomes to data-driven key performance indicators (KPI’S).

Report (internally and to the customer) Impact and Consumption Relative to Desired Business Outcomes

• Review and analyze relevant data
• Present and report the impact of the offerings currently in place

Observe, consult, adjust and optimize approach to improve adoption

Facilitate Retention, i.e., Renewals

• Perform actions to drive value recognition for example, report on business outcomes and define corrective adoptive actions

Identify New Sales Opportunities

• Facilitate exploratory discussion in discovery of expansion opportunities
• Promote loyalty (testimonials and referrals)
• Proactively qualify, communicate and transition the identified opportunities into appropriate function
• Drive the successful introduction of the new solutions based on the customer expected outcomes

Support Development and Closing of New Sales Opportunities

Establish formal review process with key stakeholders (e.g. Customer Business Review)

• Facilitate the onboarding, implementation, utilization, optimization, and adoption of customer-purchased and installed solutions
• Identify, track, and report key success factors in support of strategic adoption plan
• Execute Success Plan
• Maintain relationships with key stakeholders
• Maintain product knowledge and target use cases
• Responsible for being a customer advocate
• Establish ongoing collaborative working relationship with internal sales and business development, delivery, LOB, development organization or other functional areas teams to promote seamless support to customer
• Execute a plan to drive successful customer adoption and utilization of services and solutions
• Report metrics of customer’s process improvement
• Identify customers’ services adoption enablers and barriers
• Facilitate ongoing customer meetings to monitor and track progress of customer business metrics outcomes
• Measure and report the impact of the installed solutions and identify potential improvements based on additional technologies
• Report metrics-based support for the Adoptions, Retention, and Expansion of service sales functions
• Identify new sales opportunities

Competencies:

• Accuracy - Ability to perform work accurately and thoroughly.
• Applied Learning – Ability to hear, understand and interpret what others are saying.
• Adaptability – Ability to adapt your way of thinking or responding to changing workplace conditions.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Customer Oriented - Ability to take care of the customers’ needs while following company policy.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Goal Oriented – The ability to stay focused on the task objective and perform in accordance with clear expectations and goals.
• Organized - Following a systematic method of performing a task.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Analytical Skills – Analytical skills looks at the ability of the individual to gather raw data and to process that data into a meaningful form.
• Leadership – Leadership skills looks at how well the individual motivates and guides others to ensure performance in accordance with clear expectations and goals. It involves attracting, supporting, developing, and retaining a talented and diverse workforce.
• Managerial Skills – Managerial skills look at the ability of the individual to achieve desired outcomes by setting goals and priorities that deliver results. Presentation Skills – Presentation skills looks at the ability of the individual to effectively present information to a group.
• Negotiation Skills – Negotiation skills looks at the ability of the individual to reach outcomes that gain the support and acceptance of all parties.
• Business Acumen – Business acumen looks at the ability of the individual to understand and discriminate between various business related topics and issues. This includes insight into, and understanding of, specialized business concepts.

Required Experience:

• 6+ years of technical, business and/or sales experience
• 3+ years customer facing experience in technology, business acumen, business consulting, service management, and customer support, professional services, sales, and marketing
• Previous experience with Cisco software and agreements

Preferred Experience:

• Previous experience with the Cisco Lifecycle Advantage (CX) program

Required Skills, Education and/ or Certifications:

• Bachelor’s Degree or equivalent experience
• Proficiency using a computer and working with Microsoft office suite: Outlook, Word, Excel
• Exposure to Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), analytics, and metric-based reporting
• Solid comprehension and experience with business processes, metrics, cross-functional and line of business operations, financial acumen and social collaboration methodologies and technologies

Preferred Skills, Education and/ or Certifications:

• Cisco Customer Success Program Manager Certification

Equal Opportunity Employer – Including Disabled and Veterans

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